Position Overview: We are seeking a highly skilled and experienced Call Center Digital Transformation Analyst to lead our organization's efforts in modernizing our call center operations. The ideal candidate will have a strong background in implementing innovative technologies, optimizing workflows, and driving efficiency improvements within call center environments. This individual will play a critical role in shaping the future of our customer service operations through the adoption of AI-based solutions, automation, and data-driven insights.

Key Responsibilities:

1. Digital Transformation Leadership:

• Lead the strategic planning and execution of digital transformation initiatives within our call centers.

• Identify opportunities to leverage emerging technologies, such as AI-based voice and chatbots, to enhance customer interactions and streamline processes.

• Develop a roadmap for modernizing call center operations, with a focus on optimizing workflows and improving efficiency.

1. Technology Implementation:

• Oversee the implementation and integration of AI-based voice and chatbots to automate call handling and enhance customer self-service capabilities.

• Collaborate with IT and other relevant departments to ensure seamless deployment and functionality of new technologies.

• Stay abreast of industry trends and advancements in call center technology to inform decision-making and drive continuous improvement.

1. Reporting and Analytics:

• Design and implement reporting and analytics KPI dashboards to monitor call center performance metrics and key indicators.

• Analyze data to identify trends, patterns, and areas for improvement, and make recommendations for optimization.

• Provide insights and recommendations to senior management based on data-driven analysis of call center operations.

1. Cross-Functional Collaboration:

• Work closely with cross-functional teams, including IT, Operations, and Customer Service, to ensure alignment and collaboration on digital transformation initiatives.

• Communicate effectively with stakeholders at all levels of the organization to garner support and drive consensus on transformation strategies.

Qualifications:

• Bachelor's degree in Computer Science, Business Administration, or a related field.

• Minimum of 10 years of experience in digitally transforming call centers, with a proven track record of success.

• Analystise in implementing AI-based solutions for voice and chatbots, with a strong understanding of natural language processing and machine learning technologies.

• Proficiency in building and managing reporting and analytics KPI dashboards, with experience using tools such as Tableau or Power BI.

• Strong project management skills, with the ability to lead cross-functional teams and drive initiatives from conception to implementation.

• Excellent communication and interpersonal skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders.

• Experience in the timeshare industry is preferred but not required.

Join Our Team: If you are a forward-thinker with a passion for driving innovation in call center operations, we invite you to apply for this exciting opportunity. Join us in revolutionizing the way we engage with our customers and elevating our service standards. Apply now to be a part of our dynamic team.